Review Time
Ridiculous amount of hidden costs and it’s too difficult to get a hold of a customer service representative. Phone lines are completely automated which is frustrating when your query is urgent. I still haven’t been able to get through to them
War in Iran - I think it is understandable to want to review all options when both Israel and the US are bombing a country that is a stones throw from your holiday destination. Iran is currently lashing out at its neighbours, including the UAE, our destination in 159 days time. I was forced to use OTB query bot to try and find out what my cancellation options were. Unfortunately, that system couldn't understand I only wanted to know what I'd lose if I cancelled. It went ahead and cancelled. I got a chat message telling me it was cancelled, my refund would show in 14 days and they were sorry to see me go. I was horrified and tried to get a phone number, no use, all automated back to live chat. A DM via Instagram was just resulted in a message pointing me back to chat. Back i went and spent over 1.5 hours from position 105 waiting. Made it to number 12 and the chat line closed. Started a new chat, position again over 100. Again another wait of around 1.4 hours, made it to chat with a Beach Buddy who only said my holiday was not cancelled and that I had been inactive previously which was why I got terminated. Wrong. I replied asking why I had received the cancellation message, wanting real clarification and guess what? Clearly I'd overstayed and the chat was terminated again. In line with private parking fine companies, OTB likes to hide behind automation and refuses point blank to speak to customers unless you're already on holiday. It is impossible to know the true nature of any company until something goes wrong and you need help. I guess I just have to wait and see don't I. This is the last time I use a purely online company for such things.
Been trying for 2 days to complete my booking. Total price £1134 but blocked by my bank as they added another payment of £214.62 which the bank flagged as possible fraud/spam
. I was not informed by on the Beach what this was for. Tried to speak to someone but only Chat box. Waited 40 minutes and told there were 70 people in front of me. Will not try again
Always been with on the beach, helps with any payment issues! .. I had check in issues and on the beach have sorted straight away my transfers have always been on time, never had any problems and will continue using on the beach.
We recently stayed at Lake & River Side Hotel & Spa as a group of 2 adults and 6 children, and it was an extremely disappointing experience. I booked this hotel expecting comfort, good service, and quality food, but unfortunately, it did not meet even basic standards.
The biggest issue was the food. There was very little variety, and the same meals were repeated almost every day. It did not cater well to international guests at all. The options were limited, bland, and lacked diversity. For a hotel that welcomes guests from different countries, I expected a much wider and better-quality selection. Instead, mealtimes became frustrating rather than enjoyable. Food is a major part of any holiday experience, and this was a huge letdown.
Another serious problem was the mattress in our room. It was extremely hard and very uncomfortable. I struggled to sleep every night and woke up with body pain each morning. After long days with children, the least you expect is a comfortable bed to rest on. This hotel completely failed in providing basic sleeping comfort.
Overall, the lack of food variety and the poor sleeping conditions seriously affected our stay. This was not the relaxing family holiday we paid for, and I would not recommend this hotel unless significant improvements are made.
Such an easy website to use (believe me, that’s important!)
Just booked our third holiday with On The Beach. Great to assemble your chosen airport, airport parking, hotel transport, hotel facilities, insurance etc all in one place. And now payment options!
Once travelling everything has been just as we planned with no hitches. Would definitely recommend.
Absolutely appauling customer service, since January trying to sort out my luggage allowance as it was incorrect on the paperwork was told there was an IT issue now telling me I hadn't added it even though av shown all screenshot trying to charge me more blaming the airline who also cant help telling me to go back to operator booked with this experience has been a nightmare I will be cancelling my first family holiday with on the beach
Everything was good, except for the price change on the flights. When booking the price you see should be the price you pay. I appreciate changes do occur but not after booking.
I’ve never used On the Beach to book a holiday before. It was so easy. Great choices of hotels and flights. Just select where you want to go, your hotel, your flights add on your extras and book. It’s as easy as that.
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